Associate, Retail Channels (Mortgage)

Oriental Bank; United States; On-site; USD 24,000 - 42,000; Full time

Job summary

Oriental Bank in Puerto Rico is seeking an Associate for Retail Channels (Call Center - Mortgage). You will deliver high-quality service to borrowers, answer questions, explain digital options, and support sales through referrals.

Ideal candidates have at least 1 year of customer service experience, are bilingual, and comfortable navigating banking systems. This on-site role requires strong communication, problem solving, and meticulous record-keeping.

Qualifications

• Requires Associate or Bachelor's degree in Business Administration or related field.
• At least 1 year of customer service or call center experience; retail preferred.
• Bilingual English and Spanish required; strong communication and documentation skills.
• Proficient with MS Office and comfortable with banking products.

Responsibilities

• Deliver exceptional customer service through effective questioning and listening.
• Educate customers on digital channels and self-service options.
• Handle inquiries in call center and refer to sales when appropriate.
• Ensure transactions comply with regulatory standards.
• Document calls in bank systems and escalate as needed.
• Identify cross-selling opportunities and support internal customers.

Skills

Customer service

Interpersonal skills

Problem solving

Documentation

Telephone etiquette

Active listening

Communication

Multitasking

Bilingual English/Spanish

Education

Associate or Bachelor's degree in Business Administration or related field

Tools

MS Office

Job description

Job Description Summary

Are you passionate about customer service? Join our Team, we have several Associate, Retail Channels (Call Center - Mortgage) opportunities to serve our customers while providing a best-in-class customer experience and building loyalty. You may work from our Contact Center in Minillas (Bayamón, PR).

MAJOR DUTIES & RESPONSIBILITIES:

• Delivers a unique customer experience utilizing effective questioning and active listening skills to anticipate and determine customer needs ensuring a high level of satisfaction in adherence to established policies and procedures.
• Educate customers on digital channel solutions and self-service applications available for their accounts.
• Receives and channels a variety of customer inquiries through our call center to provide service, support, and provide expert advice regarding our products including referring customers to other divisions.
• Ensures and promotes that all transactions and inquiries are managed within our compliance and regulatory standards.
• Promotes and provides information on the bank’s products, services, and channels. Identifies cross-selling opportunities and refers the customer to the appropriate sales team member.
• Receives, records, and channels claims, and inquiries from customers or potential customers and provides applicable guidance.
• Documents calls and service inquiries in existing bank systems and applications.
• Escalates and refers customer matters to next-level management or appropriate operational areas.
• Consistently provides the customer with a high level of quality service.
• Provides support and services to internal customers and colleagues as required.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Associate or Bachelor’s degree in Business Administration or related field required.
• One (1) year of customer service, call center, or sales experience required. Retail environment preferred. An equivalent combination of education and experience may be considered.
• Excellent customer service, interpersonal, problem-solving, and documentation skills are required both verbal and written.
• Requires good telephone etiquette, listening, and communication skills.
• Understanding of banking or financial products and services preferred.
• Detail oriented and able to manage multiple priorities required.
• Computer proficiency is required. Knowledge of MS Office and other business applications required.
• Bilingual (English and Spanish required).
• Availability to work any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)